As a part of our growing Product Engagement team, you'll spend most of your time interacting directly with our fundraisers, ensuring they have an experience they will rave about. The right human for this role will be constantly curious, tech savvy, and an outstanding communicator who loves creating exceptional customer experiences that drive product adoption and referrals.

Here's how you'll have impact every day:

Customer Engagement

• Provide high quality support for all products in alignment with our strategic customer SLA

• Support troubleshooting complex technical issues and communicate with strategic customers through multiple channels to drive resolutions that are both scalable and exceed customer expectations
• In partnership with the Strategic Relationships Lead, track the completion of the post-close milestones and support the follow up of reactive support issues
• Proactively review engagement metrics such as CSAT and response times with recommendations for improvements

Internal Collaboration

• Develop product AND customer expertise required to work with internal teams to diagnose, prioritize and solve technical challenges for our strategic customers

• Support QA/QC activities through the lens of creating an exceptional customer experience

• In partnership with the Administrative Services Lead, build, deliver, document and support raffles requests from strategic customers providing a seamless product support experience

Product Engagement

• Develop trust with our strategic customers to ensure that issues are escalated through the appropriate channels with recommendations for high value resolution
  

• Execute on engagement strategies that empower our fundraising community to leverage Trellis in alignment with our industry leading best practices
  

• In partnership with the Product Engagement Lead, optimize our product engagement documentation and processes to create an exceptional customer experiences while using automation and AI to help scale our operations

Education and Experience

• A degree in business, computer science, information technology or related field

• 3+ years experience in a b2b customer engagement role

• 1-3 years in a product, project management role or fundraising role

• Interest in developing leadership capacity

Hours of Work

• 8:00 am (PT) to 4:00 pm (PT) Monday to Friday (excluding stat holidays)
• This role requires availability to participate in a rotating on-call schedule for emergencies outside regular support
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